Senior Complaints Analyst

Salary: £Competitive

Contract Type: Permanent

Position Type: Full Time

Slater and Gordon are a leading consumer law firm, and our mission is to give people easier access to world class legal services. We are a legal services business powered by technology and led by people that support customers in every step of their case.

We are currently recruiting for a Senior Complaint Analyst to join our Customer Advocacy department in our Liverpool office. This is an exciting opportunity for someone with conflict resolution experience in a customer service setting.

Client service is at the heart of Slater and Gordon and we take pride in the impressive headlines we generate, demonstrating our range of work and the relentless pursuit of justice by our Solicitors.

At Slater and Gordon Lawyers (UK) we are inclusive. We celebrate multiple approaches and points of view. We believe diversity drives innovation. So, we’re building a culture where difference is valued. Our culture motivates our employees to give their full selves to the job and invest in the company’s future. Our people see value in their work and are eager to do well in their roles. Our values ensure that all our employees are working towards the same goals.

The purpose of this role is to provide full Client Care assistance to all areas of the business as needed. You will work to resolve first tier and second tier/ombudsman referrals/complaints directly, and/or escalate as necessary and ensure the accurate and recording of all complaint outcomes and you will assist with case reviews for complaint, investigation, or training purposes. You will also monitor time frames and identify trends, and report any breaches to Compliance.

Responsibilities To Include

• Efficiently resolve all customer complaints, providing feedback where necessary to all those involved in the case.
• Use complaint reviews to improve our customer experience and carry out root cause analysis to prevent repetition.
• Meet set requirements in Productivity, Quality, Compliance and Professionalism.
• Meet targets as set by the Business such complaint resolutions within LEO guidelines.
• Deliver outstanding service by always meeting and where appropriate, exceeding the needs & requirements of internal & external customers. The customer includes other departments, referral partners, suppliers and end users.
• You will make and receive calls from members of the public, clients, group colleagues, and suppliers in line with operational efficiencies.
• Assist clients and the fee earning community with all queries, or direct them to the correct source
• Work with relevant group stakeholders to ensure client queries are handled efficiently
• Resolve queries/concerns regarding funding or the management of cases wherever possible
• Manage several inboxes to ensure the prompt response to all content and recording thereof
• Investigate and resolve all first-tier complaints directly, either verbally or in writing, with and without assistance (following training) to agreed targets
• Effectively manage own time, workload, diary and administration
• Accurate data logging on the Complaints registers
• Ensure strict compliance with relevant complaints procedure to ensure no breaches occur
• Ensure that all routes to resolution are exhausted and clients concerns are positively addressed

About You

• Extensive complaint handling experience with legal services.
• Call centre experience or similar fast paced environment
• Face to face or phone-based customer service experience
• Must have competent understanding of Microsoft packages such as Word and Excel
• Conflict resolution experience or familiarity a must
• Regulatory experience of complaints
• Ombudsman interaction and evidence of closure
• Excellent written and verbal communication
• Understanding of company values and goals
• Exemplary time management and organisational skills
• Customer service and active listening
• Ability to build rapport verbally and in writing
• Able to show empathy and appease clients in stressful situations
• Ability to construct written responses with little supervision
• Quick thinker, able to grasp issues quickly
• Understands importance of strict deadlines and meets them

If you have got the talent, ambition and focus and are looking for a stimulating and rewarding career we would love to hear from you.

Company Values

Our values provide the framework for how we engage with our colleagues, customers, and stakeholders. These behaviours and values must be demonstrated in the role and across the business.

• We do what we say we will
• We own it, we sort it
• We don’t wait, we create
• We respect and encourage each other
• We make time to live

What We Offer In Return

We offer a flexible agile working environment, alongside a competitive salary and benefits package including 25 days holiday allowance plus the option to purchase an extra 5 days, pension scheme, health cash plan, life assurance and income protection insurance. The opportunity to develop a rewarding and successful career with an award- winning law firm.